Band 3 Call Handler - Single Point of Access
Gatton Place, Redhill, RH1 1TA
Monday to Sunday.

33 Hours per week (08:00-20:00) 3x Long Days
£13.50, £17.00, £20.00

This role is location based.

There is no remote / Home working

Requirements for the Role

3 years working in a health and social care setting with patients
Previous mental health crisis experience
Experience of telephone support
Evidence of a minimum of at least one year experience in a mental health setting
Experience of working with safeguarding and vulnerable adults
Ability to demonstrate experience of working towards an environment that promotes user involvement and recovery
Ability to demonstrate skills in assessing and managing risk

Job responsibilities

Crisis Call handling

1.

You will provide skilled crisis intervention and tele-triage assessments, providing evidenced based brief interventions to individuals experiencing mental health difficulties

2.

You will be expected to work as part of a team in relation to providing telephone crisis advice to people using our services, carers and professionals who contact the service

3.

You will identify key information and support people using our services through defined pathways

4.

You will provide advice and information for all users to the service to ensure that the appropriate level of support and advice is given to those who contact the SPA

5.

You will implement strategies that aim to alleviate and prevent further escalation of the person's crisis

6.

You will ensure safe connection to more intensive help and support as indicated by the person's presentation

7.

You will ensure that information pertaining to the person who has made contact with the SPA is communicated appropriately and speedily to other teams / services / professionals / GP's promoting good communication and enhancing continuity of care

8.

You will ensure effective communication between shifts within the team

9.

You will report and escalate any specific concerns in a timely manner to a senior staff member / SPA Manager

10.

You will provide the support and care agreed with people using our services through their agreed Crisis and Contingency plan if they have one

11.

You will advocate on behalf of people using our services and their carers

12.

You will ensure that all relevant policies and procedures are adhered to

13.

You will actively promote the service within the Integrated MH Service and to external agencies as a positive example of user led and safe services

14.

You will access and use information contained within the Trust's patient based information systems to help assist the best support needed for this individual

15.

You will liaise with other trusts services and external agencies around the care and treatment of the people you have contact with

16.

You will record all clinical data on the NHS health system regarding service users' contact and provide a written outcome to referrers and service user